Customer satisfaction is always our highest concern. At Xcoos.com we provide easy money back guarantee to offer 100% satisfaction to all our customers, a full refund or exchange/costume alternation for defective items, missing items, or items significantly different from our description. As the costumes from Xcoos.com are all Custom-made according to buyer's own measurements, so it's our responsibility to offer a fair and responsible return/exchange policy for you. We will carefully check each order before we arrange shipment.
1.Missing Items, defective/wrong items, or items significantly different from our store description.
---Missing Items ---We can arrange new shipment of the missing items for free.
---Defective ,Wrong items---We accept refunds for accessories and wigs. Returns must be made within 10 days of receiving orders. We will offer 100% refund only of products which are defected, or sent by mistake. If you found package damage, can refuse to accept.
---Wrong Size ---For costumes that are made to the wrong size, Xcoos.com will make a new costume for free – if it is determined that we made the error (by the way, error within 1-2 cm will be acceptable).
---Sizing Errors---If the customer has provided incorrect measurements Xcoos.com is NOT responsible for sizing errors in custom-made costume. In this situation, the customer has the option to keep the original costume or receive a new item at 20% off the list price, or ship the costume back to us for revision ( at customer expense ); you will then be charged for revision cost only.
Customer should contact us within 10 days of delivery of items and email us photos to support claims for replacement or refund.
1). Only the listing price excluding shipping fees would be refunded.
2). For returning the items, please make sure the costumes in their original conditions, and use the registered mails with online delivery tracking number. If it can be reached us within 2 weeks, it will be better for the follow-up.The following items Are Excluded from Return or Exchange Policy:
--- Costumes/Wigs that have been used or washed
--- Costumes/Wigs that smell of cigarette smoke or perfume
--- Costumes with stains
--- Please check your order information carefully before submitting.
--- After you place the order, we will send a confirmation email to you. When a mistake or exceptional situation occurs in the process, pls email us within 24 hours after your submitting.
--- Order Cancellations or Changing only works in this time frame. Cause Our dressmaker will start customizing the dress for you within 24 hours after receiving your payment.
--- Order cancelled after 24 hours are subject to a handling fee equaling 30% of the item price. And orders cannot be cancelled after 3 business days. Thanks for your understanding.
3. Incorrect Delivery Address
Xcoos.com ships all orders to the address provided by the customer. Customers are responsible for submitting all required address information. In the event that shipping information was incorrect or incomplete during the checkout process, Xcoos.com is not responsible for any additional charges needed to reship or retrieve a package.Shipping fee depend on which shipping method you choose. If you want to upgrade to UPS/FedEX, customer need pay the extra shipping fee immediately.